Member Experience Representative

US Sailing
1 Roger Williams University Way
Bristol, RI 02809
United States

Charitable / Not for Profit
Application Closing Date
Manages Others
Experience Required
Degree Required
Security Clearance Required
Employment Type
Full Time
Work Schedule
Some Travel

Job Description
In support of US Sailing’s mission to grow and strengthen the sport of sailing, the Member Experience Representative, working as a member of a team, will be responsible for ensuring that US Sailing delivers
first-class customer service to its members and potential members through a solid understanding of the range of programs and services offered.

A successful representative will work well independently and as part of a team. They will be a detail-oriented customer service professional possessing excellent communication, organization and problem-solving skills to ensure an effortless experience for members. The position is a crucial support member of the organization and will have an opportunity to make an immediate impact on the service we provide our customers. This is a role that will require developing a broad knowledge of US Sailing, and having an ability to develop answers to members’ questions and concerns by accessing expertise within the organization.

• Provide first-class customer service to US Sailing constituents by telephone, electronically or face-to-face responding promptly to inquiries, handling and resolving complaints and following up on interactions.
• Collaborate across all departments to provide access and information on US Sailing’s diverse portfolio of programs, products and services utilizing US Sailing’s website, social media, events, personal contacts, in-house staff and field representatives/volunteers.
• Identify and implement technological advancements in customer service.
• Ensure that information in the customer database is current for both existing and potential members and work with members of the IT department to troubleshoot and improve membership database.
• Communicate membership offers to existing and potential members to assist in the growth of new members.
• Maintain records of customer interactions (inquiries, comments and complaints) and prepares customer service activity reports.

• Represents US Sailing at events to promote the mission and the value of membership.
• Assist with creation and execution of marketing campaigns to increase membership.
• Work with our communications team to identify and develop engaging and relevant content for marketing communications including social media, websites, e-newsletters, and online communities.
• Support all aspects of the planning and execution of Association events and tradeshows.
Job Requirements
• College degree preferred.
• 1+ years experience working with a database.
• Must be self-motivated while thriving in a team setting.
• Possess a commitment to and experience in providing first-class customer service.
• Possess strong written and oral communications skills, specifically writing letters/emails, comfortable speaking on the telephone.
• Proficient in Microsoft Office (Excel, Work PowerPoint), standard web content management systems and database applications.
• Must be detail and process oriented.
• Must have prior knowledge of the sailing industry.
• Possess strong problem solving skills and follow through on projects and tasks.
Employer Contact Information
US Sailing
Katie Ouellette
1 Roger Williams University Way
Bristol RI 02809
United States
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